Snook and Wheatley Group worked together on a 8-week research sprint, exploring what current and future customers need from social housing, now and in the future.
We created 6 full user journeys and 9 customer personas. In a long and detailed visual document, the journeys captured a person’s interactions with housing services over time, including their motivations, challenges and feelings.
We find that while personas are lively and easy to relate to, user journeys can be quite technical and not shared as widely as they could be within organisations. We wanted to break this barrier and explore ways to make user journeys more accessible. We started with Reggie’s story which represents the experiences of single male refugees frustrated with being homeless and the lack of representation.
The movie script is based on our project research findings. It's a collective representation of a group of people we've met.
Actor: Claude Mutuyimana